Our approach
We want every job to be right. If it is not, we want to know, so we can put it right. This procedure explains how to raise a complaint, what happens next and what you can do if you are still not satisfied.
How to raise a complaint
Contact us by whichever route suits you:
- Email: info@steelcityskylightssheffield.co.uk
- Phone: 0114 419 0424
- WhatsApp: +44 7880 284133
As we have no premises open to callers, send a complaint by email, phone or WhatsApp. Please tell us:
- your name and the address of the property
- roughly when we did the work, or when you contacted us
- what the problem is and what you would like us to do
- any photos that help show the problem
If something urgent has happened, such as water coming in, say so when you get in touch, and tell us what you have already done to limit the damage.
What happens next
- Acknowledgement. We acknowledge your complaint promptly and tell you who is dealing with it.
- Looking into it. We look at our records for the job and, where needed, arrange a visit to see the problem for ourselves.
- Our response. We aim to give you a full written response as soon as we have looked into it, and tell you when to expect it. It explains what we found, what we propose to do and when. If we need longer, for example because a manufacturer has to inspect a product, we tell you why and give you a new date.
- Putting it right. If we agree something needs putting right, we arrange the work with you at a time that suits you.
If the problem is with a product
Some faults, such as a misted glass unit or a failed motor, come from the product rather than our work. In that case we explain why, and we help you make a claim under the manufacturer's warranty. Your rights against us under the Consumer Rights Act 2015 for goods we supplied are not affected.
If you are not satisfied
If you are unhappy with our response, tell us and the complaint will be looked at again by the person responsible for the business, who will reply in writing.
If we still cannot settle the matter between us, you have other options:
- Citizens Advice. The Citizens Advice consumer service gives free, impartial advice on consumer problems. Call 0808 223 1133 or visit citizensadvice.org.uk/consumer.
- Alternative dispute resolution. If we cannot settle the complaint, we will tell you in writing the name of an approved alternative dispute resolution provider and whether we agree to use it.
- The courts. You can take a claim to court. Smaller claims are usually dealt with through the small claims track, which is designed to be used without a solicitor.
Your statutory rights
This procedure does not affect your rights under the Consumer Rights Act 2015 or any other law. Our 10-year workmanship guarantee is in addition to those rights.
Records
We keep a record of every complaint and how it was resolved, and we use what we learn to improve how we work. Personal information in complaint records is handled under our privacy policy.
This procedure was last updated on 14 October 2026.